RetinaOS Support Specialist - Customer-Focused Tech Help

McKesson; Town of Florida (NY); Hybrid; USD 36,000 - 59,000; Full time

Job summary

McKesson is seeking a Technical Service Specialist to serve as the primary contact for RetinaOS-related customer inquiries, troubleshooting issues, and guiding clinics in system usage. You will collaborate with multiple teams to resolve complex problems and improve the customer experience.

The role emphasizes proactive communication, issue resolution, and ongoing user education to maximize platform value and customer satisfaction.

Qualifications

• 2+ years of Technical Support for a customer-facing product.
• 2+ years of experience supporting customer-facing software applications.
• Excellent verbal and written communication skills to interact with customers.
• Solid understanding of software applications and RetinaOS platform troubleshooting.
• Strong problem-solving and analytical skills to diagnose and resolve issues.

Responsibilities

• Serve as the primary contact for RetinaOS customer inquiries and resolutions.
• Diagnose, troubleshoot, and resolve inventory management and system usage issues.
• Manage support cases from intake to resolution with documentation and follow-up.
• Collaborate with internal teams and external vendors to resolve broader issues.
• Escalate technical issues and feature requests with concise context and business impact.
• Maintain proactive communication to sustain customer relationships and outcomes.
• Identify recurring issues and communicate insights to leadership.
• Document troubleshooting steps and contribute to internal knowledge resources.
• Provide basic analysis of support requests and application usage trends.

Skills

Technical support

Customer-facing software

Verbal and written communication

Troubleshooting

Product knowledge

Cross-functional collaboration

Organizational skills

Accountability

Education

Bachelor’s degree or equivalent

Tools

Ticketing systems

CRM familiarity

Job description

McKesson is seeking a Technical Service Specialist to serve as the primary contact for RetinaOS-related customer inquiries, troubleshooting issues, and guiding clinics in system usage. You will collaborate with multiple teams to resolve complex problems and improve the customer experience.

The role emphasizes proactive communication, issue resolution, and ongoing user education to maximize platform value and customer satisfaction.